Disappointed is in understatement. I booked this tour for my second trip to Alaska and when I called to confirm pickup location I was informed they confused me with someone else, and they could not take me on this tour during my trip because I’d already be on a plane back before they could reschedule. The date that I had booked was now replaced with the matanuska glacier hike and Russ told me that I could still tag along. I was bummed because I’ve already hiked matanuska and didn’t pack proper gear, but grateful for the accommodation nonetheless. I’m told to be ready by 7:30. 9 am rolls around and I’ve heard nothing. I confirmed my hotel the night before so I’m confused. So I decide to call Russ and see if he has an eta and he apologizes for the late start to the day and says he’s on the way, and drives to the wrong hotel to get me after I confirmed it multiple times at this point. I was also informed by the other passengers that he locked the keys in the car before he even got me. I’m a little irritated at the late start but it’s no big deal I’m still excited for the day. We stop to get food (i was bummed to be eating kroger food as opposed to the seafood i was promised on the summer all in one tour) and pick up two more passengers who were stranded by another tour bus. We finally make it to the glacier. It was okay. I had done it before and didn’t have proper gear to stay warm. I was kinda just waiting for it to be over the whole time because I was freezing. But, we get done with the tour to find our van has a flat tire! I’m starving, freezing, and have had enough of the day already and now I have to sit outside in the rain until we figure out a way back. An hour and a half later we finally catch a ride with another tour operator heading back to anchorage. Russ is sitting in the passenger seat calling the clients for his next tour telling them he’s going to be late. They drop everybody off downtown and I’m the last one in the van to be dropped off. Russ tells me to grab my stuff and he’s going to take me back to my hotel himself. This is when I get super uncomfortable. I’m a 25 year old woman traveling solo so this was honestly scary. But I knew he was picking up more passengers for his next tour so I agreed. He pulls up to the Ramada and tells me he’s going to go grab his next client. Apparently he just invited the first person he saw to get in his van because this man spoke no English, thought he was taking him to work, and asked us for antibiotics. It took about 5 minutes to realize he was not Russ’s client. At this point I am TERRIFIED! I am so beyond disappointed in this company for ever putting me in this position. It’s disgusting. You had me in a strange man’s personal vehicle all alone with him and some random man from a hotel! Shameful. I spent my hard earned money for a glacier cruise, seafood lunch, and trip to the wildlife center and instead spent the day inconvenienced and scared for my safety. I begged for my money back and no one will have a conversation with me about it so I’m just hoping reporting this case works. I do not recommend downtown tour group! I’ve done about 7 anchorage tours and this is the only one I had a pitiful experience with. I could seriously write a book about how hilariously mismanaged this “company” is.
Response from Host
Aug 2022
What is most shameful is that you would accept my offer of upgrading a tour that was $150 over the the pice you paid - literally at cost for the tour only to cancel after the fact and demand a refund for my out of pocked expense. One thing for sure it truly was a day that nothing went right. I think we both will agree on that.
I am a little confused why you never said anything. Why didn't you simply accept my offer for a full refund. There are huge issues all over -- shortages of employees in every field. Whether it is due to sickness or simply lack of available staff. Meanwhile I have a brick-n'-mortar gift shop and tour center in the local mall. I am sorry it had to be you but you make it sound like it is something I could have easily prevented.
Yes I called you and told you I was unable to honor the tour I had sold you in good faith.The tour was cancelled. I offered you three options. 1. Full refund. 2. A different travel day. 3. I would upgrade the tour. $150.00 over the price you paid at no extra cost. You said "ok, an upgrade works for me. I have gone on the tour with you before. I will go again."
This was at cost. I paid the 125.00 for the entrance fee, $25 for food and a portion of the $100 in fuel. Now you want that money too?
As for clothes, I don't see how you were "freezing" at 61f. You choose to sit outside with the sprinkles as I had offered you to sit in the car where you could easily turn the heater on. Every step of the way you have concluded your statements with an affirming words like. "but grateful for the accommodation", "no big deal", "I’m still excited about the day". And let me please clarify. There is NO tour I do that includes a Seafood dinner and a Glacier Cruise. You are picnicking parts an pieces of two different tours NONE of which you signed ups for. There is an either or tour that you did sign up for and that is the tour I cancelled. Our Summer/Winter tour offers the option of Wittier Alaska with an all you can eat seafood meal and a museum tour. OR Portage Glacier 1 hour Cruise in a lake to portage Glacier and a deli lunch at the lodge. I am sorry your tour was cancelled and the unexpected events that happened after your tour. I gave you the option to receive a 199% refund but you chose to accept my offer of a tour upgrade at no additional cost. Kind Regards,